JPH08340391A - Method and equipment for communication using product identifier code - Google Patents

Abstract

PROBLEM TO BE SOLVED: To easily connect a user and a consumer agent by converting the product identifier code inputted by user to the network address of the consumer agent through a number guiding service. SOLUTION: The user inputs the product identifier code 115 through a telephone set 111, a scanner pen 112 and the keyboard 121 of a computer 120. A UPC guiding service 140 receives the information through a communication network 130, collates a UPC data base 141, detects the network address of the consumer agent 150 relating to a product and connects a user location 160 and the consumer agent 150. Thus, the user can communicate with the telephone set 151 of the consumer agent 150. Thus, the user easily communicates with the consumer agent just by inputting the product identifier code 115 without the need of searching a consumer service telephone number relating to the product and services.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a communication system, and more particularly to a communication system using a product identifier code for the purpose of establishing a communication connection and its method.

[0002]

[Prior art]

Today, consumers may have the problem of locating customer service information (e.g., a telephone number) associated with a particular product or service that they have purchased. Consumers typically have to consult the documentation accompanying a product or service to find the vendor's consumer service telephone number for that product or service. While this is not a big issue for products that include this type of document, it does not include this type of document or a convenient way for the user to easily locate a consumer service phone number. There are many. Furthermore, the telephone number can be changed independently of the product code, and the telephone number described in the package insert becomes old and unusable.

[0003]

According to the present invention, a customer, that is, a user, first provides a network address where a directory service is provided (e.g., 800 number service with no call charge or an address of a world wide web server).
Allows you to enter a product identification code that will be translated to the consumer agent's network address and then used to establish the connection between the user and the consumer agent. It is intended for communication systems.

More specifically, the communication connection method according to the present invention comprises: 1) a step of establishing a network connection to a second location using the network address of the second location input at the first location, 2) Sending a product identifier code associated with a product from the first location to the second location via the established connection, 3) at the second location, providing the product identifier code to the product Translating to a network address of an associated third location, and 4) establishing a connection between the first location and the third location using the third location network address. are doing.

[0005]

DETAILED DESCRIPTION OF THE INVENTION In the following description, each item or block in each drawing is labeled with their associated reference number, the first digit of which corresponds to the number in the drawing in which the item first appears. It corresponds to a number (eg 110 appears in FIG. 1).

With reference to FIG. 1, hereinafter, the present invention will be specifically described as a telecommunications network 130 used in a telephone that enables telecommunications connections between different locations 60, 140, 150. Although described, it is also contemplated that other types of communication networks such as data networks, the internet, etc., may be used to provide connectivity between different locations. Thus, more generally, the user will enter a network address such as a telephone number, name identifier, World Wide Web Universal Resource Identifier (URI), etc. used to set up a connection to the UPC Referral Service. . Moreover, more generally, the customer service agent 150 may be a "live" agent, an interactive voice response system, an interactive document retrieval system, a fax server, or a computer server (eg, the world) that electronically transmits multimedia information or documents. Wide web server) or the like.

The present invention provides customer service (also referred to herein as a consumer or product agent equivalently) information related to a particular product or service purchased by a consumer (eg, a network address). I am aware of the problem of finding a phone number). Generally, a product that a consumer purchases has a unique product identifier code (eg, Universal Product Code (UPC)) attached to the product itself or a document or package related to the product. There is. The present invention allows consumers (also referred to herein as users) to utilize UPC information to
Allows to set up a communication connection to the customer service agent for the product. This means that the user
It is realized by first setting a connection to the UPC guidance service device 140 using a predetermined network address, and then inputting the UPC information service related to the product. In the UPC guidance service device 140,
The UPC information is translated into the network address of the customer service agent for that product. After that, UP
The C service center forwards the user connection to the customer service network address.

Shown in FIG. 1 are an end user device at a first location 160, a UPC guidance service device 140-141 at a second location, and a consumer product agent device 150 at a third location. Is a communication mechanism 130 used to set up connections between various locations, such as a switched communication network or the Internet.
Connected by. Specifically, the end-user device at the first location 160 is the telephone 111 and the U
Scanner pen 11 to enable input of PC information
A scanner interface 110 having a wired or wireless connection to the 2 is included. Alternatively, the user location 160 is a computer 120 and keyboard 1 that allows the user to set up a network connection to the UPC guidance service and enter UPC information for the product.
21.

The UPC guidance service device 140 at the second location is a controlled processor for the purpose of controlling communication access to the communication network 130 and the database 141. The database 141 stores information as shown in the table 400 of FIG. 4, for example,
Used to translate a manufacturer's product identifier code and other information into a consumer agent's telephone number.

The third location is a consumer agent location and specifically includes a communication system 150 having single or multiple telephones that allows the consumer agent to answer calls. Therefore, the principle of the present invention is that the terminal device, network arrangement,
And can be used for various combinations of signal formats.

The operation of the present invention will be described with reference to FIGS. In step 301, the user sets up a network connection between the user at the location 160 and the UPC guidance service device 140,
Enter the given network address. This predetermined network address is specifically the well-known common 800 number (toll-free) that is used to allow the user or consumer to call the consumer agent for the purchased product. Call number).

In the following description, it is assumed that the location of the user, the location of the UPC guidance service, and the location of the product agent use a telephone-based device connected to the telecommunications network. Therefore, in step 301,
The user uses the dial pad of the telephone 111 to make an UP
Enter the network address of the C guidance service. In one embodiment of the present invention, when the guidance service 140 answers a call using the voice response system, the user is required to enter UPC information about the product. As discussed below, UPC information is used to establish a connection to a consumer agent.
UPC information is usually numeric, but more commonly consists of alphanumeric characters.

In step 303, the user inputs the number indicating the UPC information attached to the product 115 to the telephone 1.
It can be entered via 11 keypads. UP if the user is at the computer 120
It is also possible to input a number indicating the C information via the keyboard 121. As shown in FIG. 2, the UPC information entered is a manufacturer identifier code (eg, 780).
070) only, or in combination with additional manufacturer information.

Returning to FIG. 1, the user can also use the scanner pen 112 for the purpose of directly reading the "barcoded" UPC information from the printed matter 115 attached to the product. This UPC information is sent by the scanner pen 112 to the scanner interface 110, where it is converted for transmission to the communication network 130 using a signal format compatible with the prior art.

According to another embodiment of the present invention, ScanF
one (trademark of US Order Company)
Etc. are used to read the UPC information.
The ScanFone system is described in JM Morog, US Pat. No. 4,947,028, issued June 8, 1993. The ScanFone system is a telephone with a credit card reader, a small alphanumeric display, and a barcode scanner. Sca for the purpose of paying bills and ordering products in catalogs by scanning barcodes
Although the nFone system is used, ScanFon is also used to scan the barcodes used by the present invention to set up communication connections to consumer agents.
e system is used.

Alternatively, the UCP guidance device 140 can be arranged to receive and interpret a voice response from the user. In this type of arrangement, the user has a number representing the manufacturer identifier code and, if necessary, manufacturer information (780 in FIG. 2, respectively).
070 and 358607).

In step 305, the received U
The device is used to convert the PC information into the appropriate signals needed to communicate with the communication network 130. For example, when the user uses the dial pad of the telephone 111 to input the UPC information, the UPC information is converted into a DTMF signal and sent to the UPC guidance service device 140 via the communication network 130, and the DTMF signal is sent there. Are decoded into UPC information. If the numbers in the UPC information are entered via the keyboard of computer 120, it is
It is converted into DTMF or digital data suitable for transmission to the guidance service 140. Alternatively, if the UPC guidance service 140 has a voice recognition function, the user may directly read the UPC number to the handset of the telephone 111. After that, the UPC guidance service 140 converts this voice signal into UPC information. When the user uses the scanner pen 112, the scanner interface 110 converts the information into DTMF or digital data suitable for transmission to the UPC guide service device 140.

In step 307, the UPC guidance service device 140 receives the UPC information as a voice signal, a DTMF signal or digital data, and sends it up.
Convert to C information. As already pointed out in connection with FIG. 2, the UPC information contains the manufacturer identifier and additional manufacturer information. By using this UPC information, the UPC guidance service device 140 is arranged in the UPC database 141 to obtain the network address of the consumer agent associated with the UPC product code, the table 400 shown in FIG. To access.
Referring to the entry 401 in the table 400, the input U
PC information is manufacturer identifier only-for example, the number string 72005
If it contains 0-, the network address of the consumer agent obtained from table 400 is 609-555-1.
It becomes 212. As shown in entries 402 and 403 of table 400, if the UPC information includes both manufacturer identifier and manufacturer information, different consumer agent network addresses are accessed based on the manufacturer information. To be done. Thus, UPC information having the same manufacturer identifier and different manufacturer information fields will access different network addresses, as shown in entries 402 and 403.

Here, the UPC guidance service 140 and its associated database 141 (FIG. 4) are included as part of the communication network (not shown), and part of the device at the user location 160 (not shown).
Note that it can either be included as or as outside the communication network (as shown in FIG. 1).

After obtaining the network address of the consumer agent, the UPC guidance service uses appropriate signaling for the purpose of setting up the connection between the user and the consumer agent location with the network address of the consumer agent. Communication network 13
Send signal to 0. The connection between the user location 140 and the consumer agent 150 is one of three
Set in one way.

Referring to FIG. 5, user location 1
The connection between 60 and the UPC guidance service 140 uses routes a and b via a single or a plurality of nodes of the communication network 130. After that, the UPC guidance service 140 is connected to the user location 160 and UPC.
Set the connection to the guidance service 140, route c,
As such, the communication between the user location 160 and the consumer agent 150 is set up via the UPC service location 140 via routes a, b, and c.

Another possible connection arrangement is shown in FIG. 6, in which the UPC guidance service 140 sends the consumer agent's network address to the communication network 130, which communicates via routes a and b. It allows to transfer a connection to a new connection via the path and d between the user location 160 and the consumer agent 150. There is also an option so that the UPC guidance service 140 can maintain route b and add route c to the preset connection consisting of routes a and b if necessary. In this case, the result is that there is a "bridge" type connection between the user location 160, the UPC guidance service 140, and the consumer agent 150.

FIG. 7 shows a third connection arrangement.
In FIG. 7, the UPC service provides the network address of the consumer agent to the user location 16
0, allowing the user location to set up a connection path e between the user location 160 and the consumer agent 150. The connection consisting of the routes a and b is maintained or disconnected as needed.

In step 311, the connection between the user and the consumer agent at any of the telephones 151 is set up, allowing the user and the agent to communicate. In step 313, the communication is user, consumer agent or UP.
Terminated by any of the C guidance services.

The above description relates to one embodiment of the present invention, and those skilled in the art can think of various modified examples of the present invention, but they are all within the technical scope of the present invention. Included in.

[0026]

As described above, according to the present invention, a customer, that is, a user, first provides a network address where a telephone number guidance service is provided (for example, a call-free 800 number service or an address of a world wide web server). A communication that allows you to set up a connection to and then enter a product identification code that will be translated to the consumer agent's network address and used to set up the connection between the user and the customer agent. A system and a method of implementing the same are provided.

[Brief description of drawings]

FIG. 1 is a diagram showing an embodiment of a communication system using the present invention.

FIG. 2 is a diagram showing a universal product code (universal product code, UPC) used as a specific example of a product identifier code used in the present invention.

FIG. 3 is a diagram showing an example of a flowchart describing an operation according to the present invention.

FIG. 4 shows a table used to translate a manufacturer's product identifier code and other manufacturer's information into a customer agent network address.

FIG. 5 shows possible network connections between users and customer agents.

FIG. 6 shows possible network connections between users and customer agents.

FIG. 7 shows possible network connections between users and customer agents.

[Description of Codes] 110 Scanner Interface 111 Telephone 112 Scanner 115 Product Identifier Code 120 Computer 121 Keyboard 130 Communication Network 140 UPC Guidance Service 141 UPC Database 150 Consumer Agent 151 Telephone 160 User Location 200 UPC Code Example 400 Database 141 Example

Front Page Continuation (72) Inventor Mark Logan Tusomenoxa United States, 07702 New Jersey, Shrewsbury, Frances Street 20 (72) Inventor Pierre David Werner United States, 07748 New Jersey, Middletown, Kings Highway 82

Claims (16)

[Claims] 1. A method of setting up a connection via a communication network, comprising: (A) a network of said second location, wherein a connection via said network from a first location to a second location is entered at said first location. Setting using an address; (B) sending a product identifier code related to a product from the first location to the second location via the set connection; and (C) the second location. Translating the product identifier code at a location to a network address of a third location associated with the product, and (D) using the network address of the third location between the first location and the third location. Product identification, characterized in that it comprises the step of setting up a connection. Communication method using the code. 2. The (A) setting step directs the network address of the third location to the network for the purpose of enabling the network to set up a connection between the first location and a third location. A method according to claim 1, characterized in that it comprises the step of sending 3. The (A) setting step is directed to the first location for the purpose of enabling the first location to set up a new connection between the first location and the third location. The method of claim 1 including the step of sending the network address of the third location. 4. The communication method according to claim 2, wherein the connection between the first location and the second location is disconnected. 5. The (A) setting step is performed at the second location, the second location setting a new connection to the third location, thereby causing the first and third locations to move to the second location. The communication method according to claim 1, wherein communication is performed via a location. 6. The step (B) of sending includes scanning the product identifier code with a scanner device and converting the product identifier code into a signal compatible with the communication network. The communication method according to claim 1. 7. The product identifier code is universal
The communication method according to claim 1, wherein the communication method is a product code (UPC). 8. The communication method according to claim 1, wherein the communication network is a telephone network, and the network address is a telephone number. 9. The communication method according to claim 1, wherein the communication network is the Internet, and the network address is a universal resource identifier (URI) number. 10. The product identifier code includes alphanumeric characters, and a telephone is used to send out a portion of the character of the product identifier code over the established connection. The communication method according to claim 9. 11. The communication method according to claim 1, wherein the second location is part of the communication network. 12. The product identifier code includes alphanumeric characters, and a computer keyboard is used to send out some of the characters of the product identifier code over the established connection. The communication method according to claim 1. 13. A communication device functioning as an interface to a communication network, comprising: (A) means for receiving a product identifier code from a first location via a connection in the network; and (B) the received. And (C) means for utilizing the network address of the agent for the purpose of establishing a connection between the first location and the location of the network. A communication device using a product identifier code. 14. The (B) converting means includes database means for storing a plurality of product identifier codes each associated with a network address, the (B) converting means providing signals via the device. 14. Communication device according to claim 13, characterized in that the database means is accessed using a product identifier code for the purpose of obtaining the network address of the third location to be sent. 15. A method of operating a communication device that functions as an interface with a communication network, comprising: (A) receiving a product identifier code from a first location over a connection of the network; Translating the received product identifier code into a network address of the agent, and (C) utilizing the network address of the agent for the purpose of establishing a connection between the first location and the location of the agent. And a communication method using a product identifier code. 16. (D) storing a plurality of product identifier codes, each associated with a network address, in a table means, wherein (B) the converting step provides a signal via the device. 16. A method according to claim 15, including the step of accessing the table means with a product identifier code for the purpose of obtaining the associated network address to be sent.